Filter by rating
filters
State:
Show
City:
Show
Product:
Show

Craziness that customers don't see inside Sears

I am a Sears employee who was hired into management from another company. In the decades that I have worked in retail, I have never seen the insanity that I have seen in this retail operation. The mountains of paperwork that are printed and sent each day are ridiculous. The company tries to control your every task by the minute throughout the day WITHOUT mentioning once that customers are the #1 priority. Employees are running around like chickens with their heads cut off trying to do an enormous amount of things each day that couldn't possibly get done in the time allotted. Hourly employee payroll hours are cut drastically so management is also expected to do those tasks as well. And since management is salaried, Sears expects you to put in the hours needed to get the jobs done. With the hours I've put in in the past few months, I'm averaging just above national minimum wage. I know it takes extra hours when you hire in for management. But the expectations of higher-ups for a complete dedication to Sears while giving up family and personal time is just crazy. Oh, yes, I am looking for another job. Sears is not offering anything for me to stay. The frustration that customers have with us is the same frustration we have because our hands are tied in so many instances. What a shame. I understand from Sears employees that have been around for a long while that it never use to be like this. It use to be an enjoyable place to work and to shop but I guess when Kmart stepped in, the insanity really began. Too bad. There are many loyal employees who no longer want to stay. And there are new employees who won't stay either
View full review
4 comments
Anonymous
#232141

I am a recent ex employee of Sears. I worked in the Loss Prevention department as well as Jewelry, merchandise assist and also as a seasonal lead.

My husband is in the military and wass deployed to training across the state months back. My mom helped me come up with the money to bring him home for Christmas. I asked for the week after Christmas off to enjoy a little bit of time with my husband and family while he was home.

I returned to work the following week only to be told that I was being let go. Their reason. "You asked for too much time off". Also I missed 2 days prior. I had to play single mother while my husband was gone. One of those missed days was to take 2 of my very sick kids to the emergancy room at our local post hospital. Both of them were found to have an phnemonia and required antibiotics and breathing treatments. One of them had to stay over night. The other day about a week later was because I became sick. Though I only took one day sick I returned to work....sick so that I wouldn't miss any more.

Being a military wife I am completely dissapointed in the conduct of the management and orginization of the business.

Even more dissapointing? They are one of the biggest supporters 'So they claim' of the 'heroes At Home' foundation for military members and their families.

In my opinion that only applies if you don't work there.

I will never shop at Sears again in my lifetime nor pay into their false 'Heroes At Home' outlook they apeal to have but really don't.

My opinion? Work for a reputable company who pays decent and has a great deal of respect and focus on their staff. Good employees equal good business and great customer service and satisfaction...

Sears will learn this when they go out of business. Their days are numbered...

Anonymous
#211321

As a former high level manager I sat in on a lot of meeting were the company does not expect you to stay over five years, its in there best interest if you dont unless your a repair technician for Sears or A+E Factory service. It was never that way untill Kmart took over.

I will tell you that being paid good will not change a thing, the family and friend time you lose is not worth it.Its affects your health and nerves, and not to mention they have tied your hands on taking care of the customer, its all about making money, every meeting and conference call its money, money, money, the customer is hardly ever mentioned. That why after 25 years and the last 4 under Kmart I had to leave or in up in the nut house.

Anonymous
#211126

I fell the same way and the pay is not good at all but they want u to do ten jobs in one. This is why the turn over is so high on one want to work for pennys.

So. If u have good work pay them like u wolud want to be.

Anonymous
#172969

Thank you. In a way it is comforting to know that the Sears that I work at (I'm an hourly) isn't the only one with these major internal problems.

Oh one more thing... Pebble!!!

View more comments (3)
Review
#178443 Review #178443 is a subjective opinion of poster.

Sears gave me the run around!

4/6/2010, Order lawnmower over phone to pickup at store. Rep tells me it is in stock. I price match with HomeDepot.com, get great deal on mower, rep says hes charging $370 to my credit card (otherwise it would be $492 w/o price match). I drive to store, find out they don't have it in stock and it will be delivered on the 12th. Get home, find out I was charged $492, call store, they won't help. I call online support number, they tell me I will be credited after I pick up the package. 4/12/2010, Pick up package at store, still charged $492. Call online support, they found error in how original rep handled price match, submit claim to Corporate, should hear back in 3-5 bus. days. 4/13/2010, Hear back via email, they won't help, say I need to call local store. Call local store, get transferred to Regional Call Center, they say they can't help and forward me to Online Solutions. Online Solutions can't help either, they submit claim to Corporate, should get personal call back in 24 - 48 hours. Given Claim # to call back with if I have more issues. 2 hours later, get a call back, they can't help me as it was bought online (now I'm confused) and I either have to speak with the Store Manager or call Online Solutions. I call the Online Solutions number and give the lady my Claim #. She says that this is not the Online number but it is the National Support Number. She won't help, transfers me to whatever the Online number is. Online Support guy can't help me, says I need to call National Support number (confused yet?) I tell him this wont help as they just transferred me to him!!! He has me hold (for the 3rd time with him alone) to find out he will transfer me to a Claims Manager. Finally get on the phone with a Claims Manager (lost count on how many reps I've spoken to). She says because the package already shipped, Online cannot credit me what I am owed. She tried calling local Coon Rapids, MN store and the store manager would not return a call. She needs the store manager to talk to her to work it out. I call the local Coon Rapids store, tell auto-prompt I want to speak with the Store Manager (amazingly she says "Oh, you want to speak with a Manager, one moment"...I couldn't believe that worked). I get some local rep on the phone, tell her the name of the manager I need to speak to....she says she is out, but she will connect me with Mike in Lawn and Garden who will solve my issue (FINALLY). Get on the phone with Mike, tell him my schpeal (for the 10th time at least). He says he can help, he's done this before (surprise). He will call back in 10 minutes after looking into Price match (which was already approved by the way). He calls back, wont do price match, local Home Depots don't have in stock and they are out of stock online (just my luck), even though I have a printout from last week saying they have them in stock. I decide to return the mower, fortunately I left it in the box...he says that is fine. 3 trips to/from local store, over 10 support reps dealt with over the phone....NEVER shopping at Sears again. Besides for their support reps being nice and having fast response times....they suck at getting things done and just pass the buck constantly (which is why they have fast response times). Oh, happy ending....found the same *** mower online, for Home Depot price, with no tax, and was able to use a coupon to get cheapest deal out there....Eat that Sears!!! :) Win Win for me!
View full review
2 comments
Anonymous
#133106

Sears Exec just called....for all my troubles they are sending me a $75 gift card to Sears.....and I now have my own customer rep to call for future problems.....they just won me back! :)

Thanks for the advice Bigone.

Bigone
#132912

MY buddy in nothern Califonia had the same trouble with sears but on a fridge . He had to go to the dicector of sears and they took fast action .

Call their main bussiness office and have them give you the number to the director . If they won't give it to you then , mail a letter into the main office and out a note on it saying , To the director only . He will get in touch with you .

Then , all *** will break loose . LOL.

View more comments (1)
Review
#178293 Review #178293 is a subjective opinion of poster.
Product
Sears Coupon

Sears Installation is appalling, rude, and useless

After purchasing $5,000 of kitchen appliances we can not seem to get them installed. After 8 days the oven, dishwasher and oven hood remain boxed in the middle of our 800 sq. foot NYC apt. We have called no fewer than 6 times and spent 2+ hours on hold. No one calls us back, no one knows how to help us and no one seems to care. One agent actually told me that HE had been on the call to long and had to answer other important calls. Where is the customer here? There doesn't seem to be any one at Sears or affliliate companies who cares Can anyone provide some guidance?
View full review
1 comment
Anonymous
#132527

I don't know all your circumstances but I had an appliance issue, had my fill of customer no-service, went to the store and met with the Store Manager who promptly resolved the matter and kept me as a Sears customer. Good luck.

Review
#178107 Review #178107 is a subjective opinion of poster.
Service
Sears Installation

Absolutely the worst customer service-Sears Canada

I recieved a KitchenAid Frdige, Sears item 463639223, on April 10, 2010. After unpacking we saw the door handle was damaged so called customer service and asked if we need to return the fridge or could they send a new handle. I called 1-800-267-3277 and was told I had called the wrong number but that if I called parts I would recieve a new handle and it had been authorized as it was recieved damaged. Well I spent the next hour being tranfered and given new phone numbers to call. Every person insisted the next number or transfer would be the correct one. I had multiple authorizations and from different numbers and it seemed to be a bouncing game from parts to customer service and from Canada to Phillipines in both these areas. Once I was given direct number for parts in Ontario and they told me it was nothing to do with them. I then wanted to complain as I was getting no where and the gentleman to me he was where all complaints go and I could not make a further complaints. He also said there was no notes on file indicating any of this happened and there was no authorization on file but said you call parts and they send out the part if it is damaged when you recieve it. I called 1-866-712-5008 and 1-800469-4663 and had over a dozen tranfrers. I think I will just take the fridge back....something simple but is total unsolvable for some reason. I will never buy from Sears again. I tried to purchase from then 2 years ago online and the purchase got lost and things got ugly but I blamed in un immature web purchase web site. I see now there issues run much deeper. Not one of the people I talked to today wanted to help or even stay on the line to see what was happening-they just wanted to transfer me to someone else.
View full review
1 comment
Anonymous
#184281

It really is sad, as SEARS has been a name in our family all my life.

I have had nothing but problems with them

over many items over the last 10 years.

I will never purchase anything from SEARS again, but am stuck dealing with them on the items I do still have. Never wanted my washing machine to quit so bad.

Review
#178096 Review #178096 is a subjective opinion of poster.

Sears did'nt replace defective wine cooler after 18 months of use.

My wife buys this Cooler and it dies after 1 & 1/2 years. We call Sears Service and finally 2 weeks later the repair guy shows up. Before he has a chance to take his shoes off the guy is asking me how I am going to pay for the service call and they don't accept cheques.... Not what I was expecting to hear right from the start. After looking and fiddling with the Cooler he decides he has to take it to the shop for repair. 3 weeks later I have to call Sears to check the status and they had to get back to me. The next day they call and and say the Cooler is non repairable and they offer me $206.00 credit towards a new one. Why on earth would anyone even consider buying another Kenmore Wine cooler when the first one died after 18 months. Bottom Line, Sears would not replace it and they didn't care how good a customer we were. I tried calling a customer manager and they would not do anything for us. I hope they realize what the true cost of an unsatisfying customer really is. Alicha in customer service did not care she would not give me her last name or customer number.
View full review
4 comments
Anonymous
#135723

I don't work for sears..or in retail....but it sounds like your wine cooler was out of warranty...why would they replace it for free i dont understand. If you bought a car and it was out of warranty do you think if it needed service they would do it free...or replace the car? Heck no they would tel you to pound sand and you would end up buying a new car from them, leave with a smile on your face, while they call you sucker behind your back.

Anonymous
#134328

Just one question. How long was the warranty?

Anonymous
#132267

The one that shocked me was that they do not stand behind their products. I had a craftsman vacuum that gave up the ghost.

I was told that it too was unrepairable. My loss, their gain. When I took back a craftsman screwdriver that the tip had snapped off they were more than happy to replace it.

But they were amazed to learn that I wanted a fuller to replace it. Explaining that a Fuller without the guarantee was better than a Craftsman that was guaranteed to break.

Anonymous
#131989

... AND...

this is after we told them that our Water Softener, Refrigerator, Gas Stove, Microwave/Convection Oven AND the Wine Fridge... were all purchased from SEARS... AND... that the Water Softener and Refrigerator ALSO broke down in the past 6 months...

AND... our repair bills to-date were OVER $1,000...

still for the sake of $200 they were not interested... BOO HISS

View more comments (3)
Review
#177944 Review #177944 is a subjective opinion of poster.
Service
Sears Repair

Sears has lost my business forever.

We purchased a sears Elite front loader washer and dryer in 2008.Of course we purchased the 5 year warranty to go with it. The first day we used it I couldn't believe the noise it made, I thought it was a jet engine ready to takeoff. We called the service department on two separate occasions to have someone check it out. They assured us that the noise was normal. Really. So for two years I hated to be in my kitchen when the washer was on in the next room, hated it!! Well I recently found myself back at sears to purchase an apartment washer/dryer for an in-law unit,when I asked the appliance manager about our elite washer dryer. He told us there is definitely something wrong and call the service provider and insist the send someone. We did and sure enough, as soon as he heard the noise he said it was broken.Of course my wife had to wait from 8:00am until he showed up at 5:30pm that day.So fine, he orders the parts for repair. Schedules our repair in a week , parts show up at our house two days later, with 5 days before the repair is scheduled. Today my wife is waiting for an 8:00am to 12:00pm arrival, he doesn't show until 2:30pm. They open the washer and discover the motor is faulty,the parts that were shipped had nothing to do with the necessary repair.While they were clearing the room they handed my wife a heavy pot that was on the washer she turned to set it down but the repair guy left his tool bag on the floor , she tripped and fell down the pot landed on our kitchen table with a 1/2 inch glass top. Fortunately she wasn't injured but the glass top shattered all over the kitchen.Now the washer sounds fine. After this experience I will never ever do business with sears again, and I will discourage anyone I know from doing business with them as well
View full review
2 comments
Anonymous
#132265

I too have a problem with Sears. I called their repair service to fix a Refrigerator.

I told them what was wrong with the Refrigerator, what exactly was needed to repair it and the Model and part number required. Needless to say a technician showed up without the part and billed me for two service calls one for diagnosis and the other when he returned to repair with the part for the unit. Sears is a place that has lost my business.

I have informed my family NOT to give me Gift Certificates from SEARS. They will be wasting their money.

Anonymous
#132151

Its too bad that your glass top was shattered. But it sounds like an accident caused by human error.

At least they fixed your washer. I purchased a washer from Lowes two years ago. After several calls to the manufacturer, repeated attempts by several different repair companies. My machine still does not work right.

I wish I bought from Sears. They at least have there own service people.

View more comments (1)
Review
#177756 Review #177756 is a subjective opinion of poster.
Service
Sears Repair
1900.oo dollar lawn mower 2year warranty 5 times to my house and the thing still leaks oil! what the heck? they come out and throw some warranty water on it and say your good! so now i out? the store manager of the fort wayne in. store said we will fix it! never...
View full review
1 comment
Anonymous
#131674

Home reparman came out after 10 day wait. Fixed my riding mower (new carb, labor, etc.

over $400. Mower ran about 5 min.50 yards. Stopped and won't even respond to key. THEN the problems started!

Called the 800 numbers. Got the same, (english-not-first-language) responders. Could only let me start over, schedule a new appointment in another 10 days. Several attempts online,phone and in person at store nets absolutely no help.

I need a new mower but DAMNED if it will be from Sears. The repair guy was ok and prob. not his fault but no way to contact HIM. Furstrating.

No wonder people look overseas.

Then they had the NERVE to call and want me to respond to a query by phone but I couls only answer with a Number grade for each of 5 or so Is there NO WAY to talk to a real, local person, with authority? d.

Review
#177705 Review #177705 is a subjective opinion of poster.
Loss
$1900
We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option,...
View full review
3 comments
Anonymous
#1269853

I am wondering how this worked out? Sears has misdiagnosed my faulty refrigerator as having a sensor issue vice a Freon leak to avoid a five year warranty repair.

What happened with you?

Did you write the BBB or the States Attorney General. Be sure to always video tape service calls with Sears as they will lie in a heartbeat!

View more comments
Review
#177602 Review #177602 is a subjective opinion of poster.

Sears in Macungie, Pennsylvania - Poor Customer Service

At 5 pm on a Tuesday, I took my car in to Sears Automotive on Willow Street in Manchester, NH to see why the air conditioner wasn't working. The guy working said his "air conditioner man" wasn't working that night and for me to bring it back the next day at noon. So the next day, during my lunch break from work, I drove over. I stood in line for over 30 minutes and no one would help me. I asked one of the mechanics that was standing around, what was up?...He said he was on a mandatory lunch break and couldn't help me. Correct me if I'm wrong, but shouldn't folks in the retail business take lunch breaks other than when the rest of the world takes theirs? That's when most folks go out to get stuff done....on their lunch breaks. Needless to say, after wasting almost an hour, I drove off with no help and went to another place instead who took me right away. In this economy, I don't understand why outfits such as Sears are not interested in keeping customers. I'll never go back.
View full review
1 comment
Anonymous
#131302

one year and 2 months old dryer *** out the day before easter. no one at sears would help except a nice Darlene tried to get me a free service call...they want to charge me $200 for a $25 part. So long Sears from a 30 year customer :(

Review
#177564 Review #177564 is a subjective opinion of poster.
With Official Company Response

Poor Service from Sears

If you want quick, dependable response I recommend someone other than Sears. The service department was unwilling at any time to expedite or escalate my call to get a technician out sooner. I was inconvenienced twice by this unit and received very little in return. I have never heard a staff of people use the term "not our policy" so frequently. They said all of the warm, feel good things like 'we understand your frustration' and 'we are so very sorry'. It was just a routine. I will never use sears for service again, and I certaintly will never buy a sears product because I know they will not stand behind it.
View full review
4 comments
Anonymous
#135449

I took my craftsman *** wacker into my local sears for repair. The draw string was still attached to the pulley but wasn't grabbing so I could turn the engine over to start it.

This is the second craftsman *** wacker that I have had in the past 4 1/2 years. It wasn't the cheap model either. I paid $150 for it. The first one that broke was covered under warranty so they gave me a new one.

The second one was just past the warranty so I had to pay a $30 diagnosis fee. The customer rep said that someone would call me to and let me know if the repair was going to cost me more money. No one ever called me to let me know anything. I called on the day that the product was supposed to be returned to the store for pick up.

It took a half hour to get connected to someone that couldn't even speak English very well. They told me that my product was repaired and I could pick it up. I asked the rep if it was going to cost me any more money when I pick it up and the rep didn't know. They transferred me at least six times and took another half hour to connect to someone else.

After all that time I was told that the repair would not cost me anything else and that my *** wacker was repaired and ready to go. I picked up my *** wacker at my local store and discovered that they didn't repair my product at all. In fact they said that the starter assembly was bad and the valves were no good on the *** wacker. I was so disappointed with their customer service.

They promise you certain things and then they lie to you. I never abused my product and always followed the maintenance guide in the owner's manual. I took the thing apart myself and fixed it myself. They could at least have applied my $30 towards another *** wacker in the store.

Don't buy from sears or take anything back there for repairs. They just take your money, don't stand by their products and their customer service stinks.

I have thousands of dollars in craftsman tools, tool chests etc... I will not buy anything major from Sears ever again.

Anonymous
#131274

Dear Mr. Williams,

We want you to know we are here for assistance and we do care for our customers. It is clear that you are not pleased with Sears and at this time do not want to associate with us. We would appreciate the opportunity to speak to you regarding the service you have received. It is our goal at Sears to not only meet but exceed our customer’s expectations. My name is David and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the microwave was purchased under and we will call you at your convenience. In addition, please reference to this posting so we can refer to your case.

Thank you,

David V.

Senior Case Manager

Sears Cares

Anonymous
#131180

:? Their reply is a bunch of ***.

They treated me the same way. No legal recourse I know but wish I could afford a good lawyer for a clqass action suit. Bought microwave/convection oven, stop working 2, now 3 times in less than 18 months. Their reply, kiss off, pay for repairs or not.

No repair with out it plus when I complained they sent me a extended warranty to pay more.

Never will I or my family ever go to one of your stores..Oh by the way..the second repair was their fault because of a wrong dianosis by technichian. The second tech told me the probalem was caused by fault of the plant it was assembled.

SearsCares
Sears Response
#130570

Dear Womerb,

We are sorry to hear about the problems that you experienced with our service unit. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the service was scheduled under and we will call you at your convenience. In addition, include your screen name (Womerb) in the email so we can reference to your case.

Thank you,

Shayne W.

Senior Case Manager

Sears Cares

View more comments (3)
Review
#177452 Review #177452 is a subjective opinion of poster.